We partner with our clients to help them determine where they want to go and what results they want to achieve. Then we help you develop the action plan to make it happen. We help our clients develop and manage strategic, cultural, and structural changes within their organizations. By working together, we can provide personalized processes and support materials that help turn goals into reality. We help organizations align their plan, people, and systems in order to gain a competitive edge. We facilitate and coordinate programs to develop your company's human capital, focusing on attitude development, human relations, skill development, and goal setting.

Customer Service and Customer Loyalty

The mastery of customer service can mean the difference between success and failure. The corporate trend of raising customer service is a business necessity. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. If customer retention is important, then improving customer service must be the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experience to ten or more other people. The question then becomes not whether to improve your companies service standard, but how?

Have you ever felt like you are navigating through your professional life alone? If you are like most executives and small business owners the answer is yes. In a corporation, the higher up the ladder you go the harder it is to find someone to discuss dreams, goals, actions, and success strategy. This is also true of the small business owner. Having a coach is like having a needed connection that cannot be made with others. For example:

Your spouse may listen but the dynamics of marriage relationship may cloud perspective and objectivity.

Your friends want to be helpful but they don’t have the training to identify real issues and they don’t have the time commitment.

ONE WAY TO SPELL SUCCESS IN BUSINESS

Having your organization aligned is just as important as having the wheels on your car aligned. In both cases mis alignment creates disastrous results. The reason for non-alignment in the business is a lack of clear vision and without a clear vision everyone is on a different page. While that is personally frustrating it can cost your company good employees and customers.

If you want to change that then be ready to change three areas involving your business. Here they are:

Let’s start with the focused leader. You may be the owner, the manager, or CEO but that does not mean you are the leader. You appoint yourself CEO, but your team will follow you if you are the leader. As managers we can influence the process through which people recognize our leadership by creating an environment where people will join “the team” because they see the purpose of what they are supposed to do and understand the vision, the “big picture” as well as the values of the organization for which they work. Today’s fast-moving business environment demands that the effective leader be both, a well-organized administrator and highly adept in understanding people’s basic needs and behavior in the workplace. Be open with your communication. Share the vision and values but also share your goals. Also, share organizational results. A CEO that keeps results secret breeds distrust. The most successful businesses and business leaders conduct “open book” management. This is the way to gain trust and commitment.

Next let’s move to engaged employees. We know that engaged employees matter. However, since the business environment is always changing and evolving, the way we do business and communicate must also change with the environment. Some engagement drivers may have shifted. Be aware. Many findings in older Gallop engagement surveys are important while other points relating to economy and generations have begun to show up. For example, the desire of employees to have the opportunity to do what they do best is still important as is being recognized for a job well done.

There is much room for improvement. There are also still key drivers for engagement which have remain constant. These include the relationship with your immediate supervisor, belief in senior leadership, and pride in working for the company. These and other need to be addressed. Disengaged employees do not contribute and worse, they could alienate your customers.

Loyal customers are the key to success. Careless unengaged employees can ruin a business by driving away customers. Does the team know how to measure loyalty, how to wow customers, and how to deliver on and exceed expectations? The right people need to be placed in the right positions. Jim Collins talks about this when he says, “Get the right people on the bus, the wrong people off the bus, and the right people in the right seats”. Then focus of the vision, the goals, train, develop, and engage.

Once again it comes back to this. Focused leaders with engaged employees will result in loyal customers and more business success. Make that a goal in your business.

Testimonial

Grant has worked with us at MAS to provide expert strategic planning knowledge and direction, effective goal setting and team development. I highly recommend his services to anyone who is looking to grow, organize or even redefine their business growth goals. Marshall that he had the greatest sales increase in 2012 30%